Referral Center Intake Coordinator

About the role

The Care Access Coordinator plays a crucial role in ensuring seamless patient access and care coordination for Chapters Health Team. This position involves handling, processing, and responding to various inquiries and referrals, scheduling admissions, and maintaining positive relationships with stakeholders.

Responsibilities

• Handle, process, and respond to incoming telephone, fax, and email inquiries and referrals.
• Complete outbound calls as specified by practices.
• Schedule all referrals with admission staff and communicate with Clinical Liaisons in facilities to ensure follow-up of patients.
• Establish and maintain positive relationships with team members, patients/families, and referral resources.
• Work in collaboration with care access staff, insurance authorization staff, advanced practice clinicians, and Admission RNs to enhance the admission process.
• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal, and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures, and standard practices.
• Maintain the confidentiality of patients, families, colleagues, and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental, and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Qualifications

• High school diploma or equivalent; some college coursework preferred
• Minimum of one (1) year of office/customer service experience
• Hospice, home health, and/or healthcare experience preferred
• Prior experience in a contact center environment and/or staff scheduling and/or clinical patient care experience strongly preferred
• Bi-lingual in Spanish preferred
• Able to perform sedentary work with frequent interruptions
• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines
• Effectively handles stressful situations professionally and calmly
• Able to demonstrate patient service skills and effective communications (written and verbal)
• Accurate knowledge transfer
• Listening, understanding, and responding
• Able to multi-task (think, talk, type) in a fast-paced environment utilizing interpersonal skills to maximize caller reassurance
• Able to work in a cooperative team environment
• Able to exhibit a sense of urgency in daily work activities
• Skilled in computer operations; proficiency in MS Office software applications, online research, and proven data entry and navigation skills
• Available to work shifts to accommodate extended hours of operation as scheduled

Compensation

Pay Range: $18.43 - $27.43

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy. All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.